The player from Australia had reported an issue with a slot machine not paying out correctly after he had won a multiplier during free spins. He had provided screenshots as evidence but did not specify which ones displayed the incorrect winnings amount. Despite our efforts to communicate and extend the response time, the player did not respond. Therefore, we were unable to investigate further and had to reject the complaint. Later, the player had requested to reopen the complaint, admitting his misunderstanding of the bonus round rules and apologizing to the casino.
IceBet Casino - Player complains about slot payout error.
Amount: A$300
IceBet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
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7 months ago
Hi has anyone had issues with the slot not paying correctly?
I just got a feature and the slot did not pay the multiplier that was won during the free spins
the game rules state that all wins a payed with the multiplier and I have played that game many times and not had issues but this time it did not pay it and I have screenshots of all the history.
but they are claiming it paid correctly where the history clearly shows it hasn’t
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7 months ago
Dear yvw7v62g9q,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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7 months ago
Hi I don’t have video but I have screenshots of all the history from actual game
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7 months ago
Hi Veronika,
I now have screenshots of actual game play from icebet where I didn’t receive a decent amount of my winnings from another feature (bonus round)
and it also have screenshots from another I was playing today where they correctly calculate the feature wins it even displays differently.
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7 months ago
Thank you for the emails. Could you please specify which screenshots from your game history show the incorrect amount of winnings?
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7 months ago
Dear yvw7v62g9q,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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6 months ago
We've reopened the complaint at the request of yvw7v62g9q. He sent us the following email:
Hi just wanted to publicily say sorry to the operators , management, and support staff of ICEBET casino the complaint I submitted was incorrect, I misunderstood the rules of the bonus round.
Thank you for your message. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards
Veronika
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